Customer Advocacy Program Specialist

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

About the Role

We're seeking a talented advocacy/community professional to join our Customer Success Digital Transformation team. As the face of advocacy within our Orchestrators program, you'll build trusted relationships with customers and amplify their voices throughpeer reviews and digital engagement within our new customer portal.

By curating authentic customer stories and creating valuable engagement opportunities, you'll directly influencecustomer adoption, satisfaction, retention, pipeline and win rate.

This role is ideal for someone who blends relationship-building with program management excellence: you're a hands-on, action-oriented professional who thrives in a collaborative, fast-moving environment.

Our Team Mission

Our mission is to turn customers into lifelong advocates. We cultivate advocates and amplify their stories, because their success is our most powerful marketing and sales asset. Together, we grow a thriving advocacy community that fuels bold innovations and shared success in customer and employee experience.

We measure our impact through:

• Pipeline and bookings influenced by advocacy

• Win rate and retention improvement

• Customer participation in peer reviews, references, advocacy and community

• Customer program engagement and feedback

• Advocacy-driven insights shared across the business

How We Work

We are collaborative, agile and customer-obsessed. We focus on what moves the needle, experiment boldly, and continuously learn and improve. Authenticity, trust, and belonging define how we show up - for each other and our customers.

Your Day-to-Day Responsibilities

• Build and manage the advocacy content calendar in alignment with company strategy, product priorities and customer interests.

• Create and publish compelling content across community, campaigns and virtual events to deepen engagement and highlight customer success stories.

• Foster and support online engagementwithin specialty communities of VIP customers-such as Amplifiers, Maestros, Customer Advisory Board (CAB) members, and Community Rockstars-to strengthen peer-to-peer connection and brand loyalty.

• Identify and pilot new engagement formats or reward experiences based on community feedback and data insights.

• Collaborate cross-functionallywith program managers, engineers, UX designers/researchers, and community moderators to deliver a unified, customer-centric experience.

• Recruit and manage peer reviewers, andmaintain a customer quote librarythat promotes authentic customer sentiment across sales, marketing, and customer success channels.

• Deliver monthly executive summarieswith insights on advocacy growth, peer review performance, community engagement, orchestrator portal usage and emerging customer sentiment trends.

• Manage the global budget for advocacy/community rewards, including vendor management for swag and fulfillment.

What You Bring

• 3-5 years of experience in customer advocacy, customer marketing and/or community management, with proven success recruiting and motivating advocates.

• Strong organizational skills to manage multiple projects and stakeholders simultaneously.

• Excellent communication and interpersonal skills with the ability to build trust at all levels of an organization.

• Creative thinker with strong copywriting ability and attention to detail.

• Data-driven mindset: skilled in turning metrics and customer sentiment into actionable insights.

• Hands-on, proactive, and comfortable making decisions quickly.

• Experience with online customer events/forums; familiarity with advocacy platforms is a plus.

• Bachelor's degree in business, communications, marketing, or related field.

• Experience with Genesys solutions, WordPress, Pendo and/or customer advocacy platforms preferred.

Success in the First 6 Months

• Peer Reviews:Deliver a measurable increase in review volume and ratings across priority platforms, with strong advocate participation.

• Advocacy Engagement:Launch a refreshed content calendar and deliver consistent, high-value touchpoints that increase engagement in the advocacy community.

• Metrics & Insights:Provide leadership with actionable insights through monthly executive summaries that link advocacy activity to pipeline, win rate and retention.

• Cross-Functional Partnerships:Build strong alignment with marketing, sales, and product teams to ensure advocacy stories and reviews are leveraged in campaigns, references and sales cycles.

• Customer Relationships:Establish trusted connections with early advocates and nurture them into program champions.

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

Benefits:

• Medical, Dental, and Vision Insurance.

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

Click here to view a summary overview of our Benefits.

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visitwww.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.

You can expect a response within 24-48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression,marital status, domestic partner status,national origin, genetics, disability,military andveteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.